Easy Tech TutsHow to Enable CSAT in Zendesk Easily 2026
By Impran M N
Without concrete feedback, you're guessing how satisfied customers actually are with your support. This guide covers activating Zendesk's built-in CSAT survey tools, customizing the rating scale, enabling the right channels, and confirming feedback is flowing into your reports.
01Open Business Rules
In the Admin Center, go to Objects and Rules and navigate to the Business Rules section.
02Find Customer Satisfaction settings
Click into the Customer Satisfaction option to access the survey configuration.
03Choose your channels
Locate the Channels section and select which interfaces, like email or messaging, should trigger surveys.
04Activate the survey
Click Activate to turn on the default survey triggers for your selected channels.
05Customize the rating scale
Review the rating scale options and add optional follow-up questions if you want more detailed feedback.
06Save and verify
Save your settings globally, then check your dashboard to confirm incoming feedback is displaying correctly.
Frequently asked questions
How soon after a ticket closes does the survey go out?
Zendesk typically sends the survey through an automated request that runs on a set delay, commonly around 24 hours, after resolution.
Can I customize the survey rating scale?
Yes, you can adjust between a simple good versus bad option or a more detailed numeric scale.
Where do I see the CSAT results once collected?
Feedback appears in your analytics dashboard, which you can review to track agent and team performance over time.
Can I send CSAT surveys over messaging channels, not just email?
Yes, you can enable survey triggers across supported channels including messaging tickets in addition to email.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
